FinTech Client #1 | Global Payment Operations Manager

On behalf of FinTech Client #1, SD Solutions is looking for a talented Global Payment Operations Manager to lead our Payment Operations function from Tbilisi, Georgia.

This is a critical leadership role responsible for ensuring the smooth execution of global payment operations, maintaining operational excellence, and driving continuous improvements across processes, systems, and team performance.

The ideal candidate combines strong payment operations expertise with a strategic mindset, excellent leadership skills, and a passion for automation and operational efficiency.

You will lead a globally distributed team and work closely with Engineering, Product, Compliance, Customer Support, Customer Success, and external banking and payment partners.

SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.

Responsibilities:

Global Payment Operations Leadership

• Lead and develop the global Payment Operations team across multiple locations and time zones.
• Oversee daily payment operations, including payment monitoring, investigations, exceptions, rejections, returns, recalls, and reconciliation-related activities.
• Ensure timely resolution of payment-related issues while minimizing customer and business impact.
• Establish clear ownership, accountability, and performance expectations across the team.
• Manage operational escalations and coordinate effective resolution of high-priority payment incidents.

Operational Excellence & Process Improvement

• Identify operational inefficiencies, recurring issues, and opportunities to simplify workflows.
• Build and maintain standardized processes, SOPs, documentation, and knowledge-sharing practices.
• Establish operational controls to reduce errors, improve consistency, and minimize risks.
• Drive root cause analysis and sustainable corrective actions for recurring payment issues.
• Continuously improve operational quality, productivity, and service delivery.

Automation & AI-Driven Transformation

• Partner with Engineering, Product, and automation teams to reduce manual operational work.
• Identify and prioritize opportunities for AI, workflow automation, and self-service capabilities.
• Drive adoption of automation solutions while maintaining appropriate operational controls.
• Measure the effectiveness of automation initiatives and their impact on efficiency, quality, and scalability.

Performance Management & Accountability

• Define, track, and improve operational KPIs, including resolution time, SLA performance, backlog, quality, and productivity.
• Establish clear performance reporting and operational visibility for leadership.
• Implement quality assurance practices and structured performance reviews.
• Foster a culture of ownership, accountability, proactive communication, and continuous improvement.
• Ensure effective workload distribution and resource planning.

Cross-Functional Collaboration & Stakeholder Management

• Work closely with Product and Engineering to address payment-related technical issues and systemic gaps.
• Partner with Compliance and banking providers to resolve operational challenges and ensure adherence to relevant controls.
• Collaborate with Customer Support and Customer Success to improve the customer experience.
• Provide clear, timely, and actionable updates during escalations and critical incidents.
• Represent Payment Operations in cross-functional initiatives and strategic discussions.

Requirements:

• 5+ years of experience in Payment Operations, Banking Operations, Fintech Operations, or a related field.
• 2+ years of experience managing operational teams, preferably across multiple locations.
• Strong understanding of payment processing, banking workflows, payment failures, investigations, and exception handling.
• Proven experience driving process improvements, operational efficiency, and measurable performance improvements.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Demonstrated ability to lead through operational complexity and changing business priorities.
• Excellent stakeholder management, communication, and escalation management skills.
• High level of ownership, accountability, and attention to detail.
• Excellent written and spoken English.

Advantages:

• Experience in a global fintech or payments SaaS environment.
• Familiarity with payment networks and methods such as ACH, Wire, SWIFT, SEPA, and local payment rails.
• Experience working with global banking partners and payment service providers.
• Hands-on experience implementing automation, AI-powered workflows, or operational transformation initiatives.
• Familiarity with Zendesk, Jira, Salesforce, BI tools, or similar operational platforms.
• Experience managing operational risk, reconciliation, and financial controls.

About the company:

A well-funded fintech unicorn operating a cloud-based global payables automation platform. Enterprises use it to streamline supplier payments, mass payouts, and AP operations across international markets - replacing manual finance processes with automated, audit-ready workflows.

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